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Account locked. Need direction

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DVVH
Jan Member 2021

DVVH

Posts: 5 Bronze Posts by user Forum Profile RuneMetrics Profile
Good morning, I have an alternate RuneScape account which for some reason become “locked” as of this morning. I follow the steps on the main page log in, it says it has sent an email to my registered email but nothing shows up. Spam or primary box, and I know this is my registered email as it is the only email associated with my accounts for security and billing purposes. Any guidance would be appreciated.

14-Feb-2023 15:41:26

Muzan-sama

Muzan-sama

Posts: 708 Steel Posts by user Forum Profile RuneMetrics Profile
Hi there
DVVH
,

If your account has been locked then it means that for your protection, Jagex has locked your account due to detecting recent suspicious activity. Before you attempt unlocking the lock placed on your account, I would highly suggest reading through the RuneScape Security Support page to completely secure your device and your account details (such as your registered email address which may be compromised) first , as there may be a malicious third-party who was using your account.

Having secured your device and account details, you can then move onto your account recovery. Having access to the registered email is something you say that you already have. If you are not receiving the email, this may be because it is being directed into your spam folder. Have you been sure to check all inboxes?

If you are unable to receive the email, you will need to recover your account by submitting a recovery request, and changing your email address while doing this. When recovering your account, be sure to provide the following information:

- Creation dates.
- Creation ISP and location.
- Earliest passwords you can remember.
- Earliest transaction details on the account.
- Answers to any recovery questions the account may have.

Providing the earliest information you can helps to validate yourself as the creator of the account.

Hope this helps. | RuneScape Support | Code of Conduct | Account Security |

14-Feb-2023 21:57:31

Malua
May Member 2006

Malua

Posts: 43,113 Sapphire Posts by user Forum Profile RuneMetrics Profile
Work through the points on the Not receiving emails support page to try to get that email to arrive.

The account being locked means there is a security problem. There are a number of possible reasons but an insecure email might be one of them. Maybe a hijacker has been into your email!

If you truly cannot get that password reset/unlock email to arrive, an account recovery will be your only alternative.
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